Position Description

Director of Client Support

Reports to:  Vice President of Operations

Position Summary/Objective:

The primary role of the Director of Client Support is to plan, coordinate and control all activities of the Client Support Team. This position is responsible to build and maintain customer relationships through the core values of integrity, respect, dedication, quality, teamwork, problem solving, and ownership through our service-oriented culture.

Expectations/Summary of Responsibilities

1. Anticipate, investigate, and resolve problems in the systems and services ensuring that such problems are fully documented.
2. Work with Client Support Manager to design and update training plans for support staff in technical, product and customer service areas.
3. Act as a key liaison with clients, staff, and leadership.
4. Allocate incoming requests to the team, prioritizing actions, and monitoring team resources and schedules so client deadlines are met.
5. Identify and ensure best practices for the team through continuous assessment.
6. Oversee the documentation of our standard operating procedures in Client Support.
7. Work with IT and Product to ensure project deadlines are prioritized and communicated internally.
8. Work with Product and IT to ensure training is accomplished internally and externally for releases.
9. Work with IT and Product to ensure sprint items are prioritized as needed.
10. Work with Product to develop client communication strategies and verbiage for upcoming system changes or unplanned disruption to services.
11. Oversee and maintain an orderly workflow according to priorities.
12. Oversee the customer service experience by continuous training within the department to give consistent, personalized support to our clients.
13. Accountable for the day-to-day operations by working with the Client Support Manager and Front-Line Manager. Involved in the hiring process for all new hires in Client Support.
14. Perform 30-60-90 and annual performance evaluations for direct reports.
15. Advise Operations of needed phone system configuration changes by working with third party.
16. Review phone recordings for training opportunities.
17. Create and sustain a positive team environment.
18. Reinforce a culture of urgency and follow up.
19. Conduct surveys as needed regarding customer service experience.
20. Develop and execute strategic plan for the Client Support Department in support of ITS Strategic Plan.
21. Mentor staff to build and maintain long lasting customer relationships.
22. Work with QA Manager and Director of Product on weekly ticket trends and resolution.
23. Support Continuous Improvement efforts within ITS and demonstrate the qualities/lead efforts of CI for Client Support Department.

Measurements:

1. Monthly check in with VP Operations via monthly report or meeting.
2. Achievement of agreed upon growth initiatives.
3. Department KPI’s

Education and Training:  Bachelor’s degree in related field or 5 years of experience

Work Skills:

1. Highly skilled in communication – both written and verbal.
2. Highly skilled with people: instructing, leading, helping.
3. Highly skilled with data: compiling, analyzing, comparing, evaluating.
4. Demonstrate strong business acumen.
5. Acts independently yet can work in a team environment.
6. Adapts quickly to new technologies and products.
7. Demonstrates consultative selling skills and understands value-based selling.
8. Basic skills in computer operation.

Worker traits:

• Logical – Know what thing really mean and understand what’s important.
• Active – Go getter, always making things happen.
• Persistent – Doesn’t give up.
• Enthusiastic – Know what you’re talking about and like what you’re selling.
• Experimental – Out of the box thinking, willing to try something new.
• Intuitive – Know what someone needs or wants without direct input.
• Factual – Keep opinions and emotions out of it.
• Analytical – Able to see what needs to be done in a situation or with information.
• Systematic – Buy into and agree with ITS process and stick with it.

Nothing in this job description restricts management’s right to assign or reassign duties and responsibilities to this job at any time.